One guarantee. Every production plan.
The same uptime guarantee for eligible running resources on Startup, Business and Enterprise.
Availability SLA
Uptime,
in writing.
99.9% guaranteed uptime for eligible running customer resources on Startup, Business and Enterprise.
The SLA in brief
Credits, automatically.
Credit lands in your wallet on its own. Nothing to file.
Fully responsible, end to end.
The infrastructure underneath is covered too. Your app is our responsibility.
What’s covered.
The commitment covers eligible customer resources: the running workloads your customers use.
| Service | SLA credit | How it’s checked |
|---|---|---|
| Plexivo App Runner | Covered | Your app’s address answers our check from outside with anything but a server error |
| Plexivo Kubernetes workloads | Joins once its recovery drills pass | Your service endpoint answers our external health check |
| Plexivo Postgres | Covered | Its address accepts connections from outside |
| Plexivo MySQL | Covered | Its address accepts connections from outside |
| Plexivo Cache | Covered | Its address accepts connections from outside |
| Plan | Availability |
|---|---|
| Developer | Best effort, for building and testing |
| Startup | 99.9% guaranteed uptime |
| Business | 99.9% guaranteed uptime |
| Enterprise | 99.9% guaranteed uptime |
How we measure it.
- We check your covered services every minute from at least two locations.
- A minute counts as down only when two or more locations agree, so no single probe decides.
- A private service, or one open only to your own IP addresses, is measured through the path into the servers it runs on.
- Uptime is calculated for your workspace’s covered services, per calendar month (UTC). A minute is downtime when any covered service is down. Minutes we could not measure are never counted as up.
- Covered minutes are the minutes in which at least one covered service was running: time before you created it, after you deleted it, or while it was paused is not counted.
Monthly uptime % = (covered minutes − downtime minutes) ÷ covered minutes × 100
43,157 minutes
Of the 43,200 in a 30-day month, running for you. That’s 99.9%.
Credits.
Credit is a percentage of your workspace’s usage charges for that month. The credit terms below cover Startup, Business and Enterprise; an Enterprise contract may add to them.
| Monthly uptime | Credit |
|---|---|
| Below 99.9%, down to 99.0% | 10% |
| Below 99.0%, down to 95.0% | 25% |
| Below 95.0% | 50% |
Credits are capped at 50% of that month’s usage charges.
Paid automatically.
- 1We record every minute.
External checks run every minute, all month long.
- 2We calculate after the month ends.
Early in the next month, we work out uptime for every workspace on Startup, Business or Enterprise.
- 3Credit lands in your wallet.
Your wallet statement shows the credit with the measured uptime and the percentage applied.
Want a second look? Open a support ticket within 30 days of the month end and we’ll review it.
Credits go straight to your Plexivo wallet and apply to any Plexivo usage.
Always running.
Your workloads run independently of the Plexivo Brain, which runs the console and API. If it is ever unavailable, what your customers use keeps working.
| Product | Keeps working | Waits for the console |
|---|---|---|
| Plexivo App Runner | Your apps keep serving on their domains, and sleeping apps still wake | Deploys, rollbacks, new domains and setting changes |
| Plexivo Kubernetes | Pods keep running, restart and autoscale within your limits | kubectl and new manifests |
| Plexivo Postgres | Connections, automatic failover and scheduled backups | Create, resize, restore and exports |
| Plexivo Cache | Reads and writes | Create and resize |
| Billing | Usage is recorded once and never charged twice | Top-ups and invoices |
The console, the Plexivo API, the Client Data API and Plexivo AI run on the Plexivo Brain, so they wait with it. They are measured separately and are not included in the 99.9% customer-resource commitment.
The fine print.
- The Plexivo console, management API, Client Data API and Plexivo AI, and management operations such as creating, changing, restoring or deleting resources.
- The Developer plan, which is for building and testing, and products not listed under What’s covered. Neither carries the uptime guarantee or service credits.
- Scheduled maintenance announced at least 72 hours ahead, at most 4 hours a month.
- Problems caused by your code, configuration, dependencies or data.
- Changes you or your team approved, when the change itself breaks your app. Plexivo keeps the rollback ready.
- Resources paused because your wallet balance reached zero or you went over your plan’s limits.
- Features marked Beta.
- Events outside reasonable control, such as natural disasters or government action.
Our cloud providers are covered. Everything under Plexivo is our responsibility, not yours.
Check our record.
Yours
PublicYour measured uptime
Every credit in your wallet statement shows your workspace’s measured uptime for the month.
Recovery drills
Measured results from the drills we run on production.
See the drillsChanges to this SLA.
We give 30 days’ notice before any change that reduces your coverage. Older versions stay public.